Responsibilities

• Oversee daily call center operations across all channels inbound, outbound, digital. Ensure SLAs are consistently achieved: response time, quality, resolution.
• Monitor real-time performance and take corrective actions proactively.
• Maintain strong control over queue management and service levels.
• Ensure full operational coverage by optimizing multi-tasking deployment across the shift and building a multi-skilled team aligned to business demand.
• Provide operational support by stepping in to handle calls when required, while overseeing multi-tasking across functions and ensuring service continuity.
• Lead, coach, and develop Team Leaders to drive performance and accountability.
• Ensure consistent coaching culture aligned to service quality expectations.
• Support recruitment, onboarding, and capability development.
• Address performance gaps with structured action plans.
• Track an...